To curb arbitrary practices by telecom companies, TRAI has proposed a stricter regulatory framework focused on consumer protection. Under the new rules, telecom operators may face penalties of up to Rs 50 lakh per quarter if they fail to resolve customer complaints properly.
Companies will now be required to provide simple and accessible complaint registration facilities and regularly update customers on the status of their grievances. Every telecom company website must feature a dedicated “Consumer Corner” containing details of complaint centers and appellate authorities. Real-time updates on complaint handling through chatbots or mobile apps will also become mandatory.
The proposed rules impose a penalty of Rs 1,000 for every improperly resolved or rejected complaint, while violations related to appeals may attract fines of Rs 5,000 each. In a single telecom circle, total penalties can reach Rs 50 lakh in one quarter. These reforms are expected to empower consumers and discourage telecom companies from exploiting users through misleading practices. TRAI’s customer-centric initiative deserves appreciation.
